IT Intern

About the role

This position improves mill/plant reliability by reducing unplanned downtime, increasing throughput, and ensuring adherence to safety and quality standards.

Key Responsibilities & Expected Results

• Respond to IT support requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, and connectivity issues on desktops, laptops, printers, mobile devices, and peripherals.
• Escalate complex issues to Tier 2/3 support or appropriate IT personnel as needed.
• Create, modify, and deactivate user accounts and permissions in Active Directory, email systems, and business applications.
• Support password resets, MFA configurations, and access troubleshooting for internal tools.
• Install, configure, and update operating systems and standard software applications (e.g., Microsoft 365, antivirus, VPN clients).
• Maintain and track IT assets and inventory records.
• Document support procedures, known issues, and troubleshooting steps in the knowledge base.
• Track all support incidents and resolutions through the ticketing system to maintain service level expectations.
• Provide clear and courteous communication to users with varying technical proficiency.
• Follow up on open issues to ensure timely resolution and user satisfaction.
• Train and educate users on common IT tools and best practices to reduce recurring support requests.

Education And Experience

• Working towards a two or four year degree in information technology.
• Infrastructure focused programs preferred.
• Ability to speak Mandarin is a plus.

Technical Skills

• Basic MS Office knowledge.
• Basis MS operating system knowledge.
• Basic knowledge of Active Directory, DNS and DHCP.
• Basic generic IT troubleshooting skills.

Core Competencies

• Accountability for results.
• Problem solving/root cause analysis.
• Process discipline.
• Data driven decision making.

Success Profile

• Consistently meets or exceeds KPI’s.
• Use data to guide decisions.
• Collaborate effectively with other team members as well as other departments.

Working Conditions

• Must be able to work safely around potentially dangerous equipment in a manufacturing environment that can be noisy and hot.

Attributes for Success

• Hard work – tackle each task with determination, passion and creativity; the willingness to put in whatever effort is required to successfully complete the job at hand.
• Pursuit of Excellence – strive to consistently exceed expectations in our day-to-day work and outperform our competitors in the marketplace, regarding work and company achievements as a collaborative goal with the desire to go above and beyond.
• Integrity - treat the company and teammates with upmost respect, operating on strong moral codes to drive company values and culture.
• Sense of Urgency – drive forward each day with speed, agility, and flexibility to capture unrealized opportunities and avoid potential risks for the business.
• Entrepreneurial Spirit – act like an owner, challenging the status quo, asking the right questions, and actively seeking ways to innovate and improve.
• Adaptability – be fluid with ND Paper’s continuous evolution while driving change in a fast-paced environment, equipped with the ability to acclimate quickly.
• Servant Leadership – set an example by implementing meaningful leadership with heart, empathy, foresight and stewardship.

ND Paper Benefits

• Medical, dental, and vision insurance as well as voluntary benefits such as accident insurance, hospital indemnity, and critical illness for you and your family.
• Financial protection benefits, including life insurance, disability insurance, and business travel accident insurance.
• Tax advantaged accounts such as Healthcare and Dependent Care Flexible Spending Account (FSA).
• Paid holidays, personal days, and vacation days to support work-life balance.
• A 401K retirement plan with a company match and annual fixed contribution.
• Wellness programs with incentives and an on-site clinic available at our Rumford and Biron location.
• Enjoy competitive salaries, comprehensive health benefits, and paid time off.